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“Convenient hotel, awful internet”

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Best Western PLUS InnTowner
Ranked #9 of 64 Hotels in Madison
Certificate of Excellence
Reviewed November 30, 2012

The hotel was fine for what I needed. The room was clean, the bed nice, the bathroom acceptable. The "free" internet was VERY slow and frustrating to use - often webpages would not load. I am here on business and it was aggravating. The lighting in the room was very dim - a bit difficult to do serious work. The complimentary shuttle was convenient; however it is a bit odd that the "shuttle" is an unmarked SUV, so it is always a funny little dance to see if you're starting to get into some random person's vehicle or really the shuttle! Maybe a magnet on the side that says Best Western would be nice.
All in all - the hotel was convenient, the staff friendly, professional - BUT with the Internet frustrations I don't think I would stay here again.

  • Stayed: November 2012, traveled on business
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Thank GuestAW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Belmont2424, Media and Marketing Coordinator at Best Western PLUS InnTowner, responded to this reviewResponded December 14, 2012

Dear GuestAW,

Thank you for taking the time to post a review of the hotel. We greatly appreciate when a guest takes time to provide feedback of any time. Its only from input from guests like you that we can improve our product and services for you and all of our guests.

Please accept my apologies on the Internet. While this is a current issue, I am glad to announce that drastic and positive changes to both our rooms and our internet are scheduled for 2013. It is our hope that you will visit us after these changes and give us the chance to exceed your expectations.

Also please accept our apologies on the unmarked shuttle. The decals are on order all ready and are taking just a little bit get here. We are looking into some temporary markings, but I do apologize for any confusion and for making you do the "who's-car-is-it" dance.

Again, thank you for taking the time to review and feel free to contact me directly when you decide to stay in Madison again, and I will be more than glad to personally make sure your next stay is fantastic.

Thank you and make it a great day!


J. Belmont
BEST WESTERN PLUS InnTowner and the Highland Club
2424 University Avenue
Madison, WI 53726
608.233.8778 x537
jbelmont@inntowner.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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855 - 861 of 963 reviews

Reviewed November 30, 2012

I give you the facts:

-The toilet was broken
-The tub drainage was so poor that while showering I had to stand in ankle deep water or greater
-Brown rusty water came out of the sink
-There was a dirty wash cloth hanging over the shower rod upon my arrival
-The room smelled musty and funky, a smell only to be outdone by the archaic, enormous heating unit on the wall
-Many stains on the carpet
-I repeat, the toilet was broken

I rest my case.

  • Stayed: November 2012
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Thank FancyBirthday
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Belmont2424, Media and Marketing Coordinator at Best Western PLUS InnTowner, responded to this reviewResponded December 14, 2012

Dear FancyBirthday,
Thank you for taking the time to give us feedback on your recent stay with us. I am sorry to hear that your experience was not up to your, or our, standards.
As you unfortunately experienced, we recently went through plumbing maintenance on our property, which caused some of the issues you experienced. It is unfortunate that you experienced it, as it is our responsibility to make improvements on our hotel while affecting our guests as little as possible. On behalf of all of us here at The InnTowner, please accept my apologies on your negative experience.

Also, our property will be undergoing major renovations in the near future, in hopes of delivering the best home-away-from-home experience possible.

Although it does not make up for the problems you experienced, I am able to tell you that these issues have been resolved. I hope that we can win you back in the future, and, if you should be willing to give us another chance, would like to offer you a discounted rate. If you decide to give us another chance, please contact me directly and I can take care of all the details of your reservation.

Thank you again for your time and we hope to see you again.


J. Belmont
Media and Marketing Coordinator
BEST WESTERN PLUS InnTowner and the Highland Club

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 27, 2012

This property was selected for me by the meeting that I attended. It is close to U of W hospital and med school. The lobby was very spacious offering several separate seating areas - nice for meeting people. Check in was efficient. The room was very basic, dated but clean. The mattress was very firm, bedding was a filled comforter with double sheeting. Lighting was on the dim side. Work area on desk was especially small and limited. The room had a Keurig coffee maker. The bathroom was really dated - old wall paper, low vanity and toilet. The toiletries were pantene products - but very miniature size. The room faced the street which made sleeping with the window open noisy. The heater/air unit was old school. There was an indoor pool that looked clean.

Room Tip: If you like to sleep with the window open ask for a room away from the street
See more room tips
  • Stayed: November 2012, traveled on business
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Thank klenc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Belmont2424, Media and Marketing Coordinator at Best Western PLUS InnTowner, responded to this reviewResponded November 30, 2012

Dear KlenC,

Thank you very much for your review. We appreciate when any of our guests take the time to provide feedback on how we are doing and how we may improve our services.

We are delighted to hear that you enjoyed your overall stay, however we do apologize for any of our guest room features or amenities not exceeding your expectations.

We hope that you will choose to stay with us again. Over the next year, several upgrades and renovations are planned and we hope they will exceed your expectations.

Again, thank you for your input and we look forward to your next stay.


J. Belmont
BEST WESTERN PLUS InnTowner and the Highland CLub
2424 University Avenue
Madison, WI 53726
608.233.8778
jbelmont@inntowner.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed November 22, 2012

  • Stayed: November 2012, traveled with friends
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Review collected in partnership with Best Western
1  Thank MICHAEL K
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
Belmont2424, Media and Marketing Coordinator at Best Western PLUS InnTowner, responded to this reviewResponded November 30, 2012

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed November 22, 2012 via mobile

I needed a close place to stay while visiting UW Hospital and Clinics. Stayed one night to just sleep and return to the clinic. They offer a hospital rate and my stay was discounted about $20.00 upon check in which was a nice surprise. Lobby was clean, food area looked nice. Hotel room was average, nothing to fancy but not awful either. Perfect hotel to get away from stress of the hospital and to get some sleep. To my knowledge it is the closest hotel to the hospital, 2 blocks away, which is very convenient if thats the reason you're in Madison.

  • Stayed: November 2012
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Thank 6-of-us-were-there
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 19, 2012

We stayed for 3 nights to visit family and attend the UW Football game. This is a central location and it offered the 2 Queen beds that we needed. The hotel was packed but the room was still quiet. The beds were very comfortable and we slept fine. We weren't there much but it had a nice looking pool and fitness center. Both were on the small side but looked adequate. All the employees we encountered were very friendly. Our room came with a full restaurant breakfast which we took advantage of on 2 mornings. There were a variety of breads and cereals, eggs, bacon, sausage,,potatoes, coffee, juice etc. There was a shuttle for the football game and local spots but we didn't need it. It looked to be running at a good pace to accomodate guests going to the game. Our only complaint was a bad internet connection. With a teenager, that was a negative.

  • Stayed: November 2012, traveled with family
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Thank deltaflyer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Belmont2424, Media and Marketing Coordinator at Best Western PLUS InnTowner, responded to this reviewResponded November 20, 2012

Dear DeltaFlyer,

Thank you so much for your review. We appreciate when any of our guests take the time to give us feedback on any of our services and our property .

Let me apologize profusely for the internet not exceeding your expectations. We know that when traveling that this amenity is of the utmost importance for all of our guests, regardless of their reason for visiting. I know first hand what internet deprivation does to a person, and I wish to offer my most sincere apologies for the issue. Rest assured that this problem is being looked into very decisively and should be rectified in the near future.

We are glad that you enjoyed your overall experience, and hope that when you next visit Madison, you'll allow us the opportunity to exceed your expectations.

Thank you very much for your review and we look forward to your return.


J. Belmont
BEST WESTERN PLUS InnTowner and the Highland Club
2424 University Avenue
Madison, WI 53726
608.233.8778 x537
jbelmont@inntowner.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 10, 2012

The staff were extremely accommodating during my stay, but the internet access was putrid. Trying to get any work done in this hotel became absolutely useless because I couldn't send or receive the information I needed quickly enough. Instead, webpages loaded very slowly and many times caused my task to become impossible, Again, good staff, but the company must invest more in wireless technology throughout the hotel.

Stayed: September 2012, traveled on business
Thank SteveJam420
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Best Western PLUS InnTowner

Address: 2424 University Ave, Madison, WI 53726-3811 (Formerly BEST WESTERN PLUS Inntowner Madison)
Phone Number:
Location: United States > Wisconsin > Madison
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#24 Business Hotel in Madison
Price Range: $125 - $215 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Best Western PLUS InnTowner 3*
Number of rooms: 176
Official Description (provided by the hotel):
This downtown Madison hotel has the ideal location and extra amenities for business and leisure travelers as well as for groups and meeting planners. The BEST WESTERN PLUS InnTowner hotel is in the heart of Madison's picturesque west University of Wisconsin campus area and is located two blocks from the UW Hospital and Clinics, one mile from Camp Randall Stadium, one mile from the Wisconsin Institute of Discovery and close to shopping, local restaurants and the Capitol Square and State St. Amenities include the downtown areas only hot free breakfast buffet for all registered guests; free shuttle service to the airport, campus area, hospital, Monona Terrace Convention Center, Alliant Energy Center and shopping and restaurants within a two mile radius of the hotel; free high speed wireless Internet; a 24/7 Business Center; a 24/7 Grab 'n Go Market; indoor pool, whirlpool and fitness area; restaurant and lounge; cable television with 72 channel choices, and free HBO. For discriminating travelers, the hotel offers a private, key access executive level--The Highland Club--with upgraded amenities including free beverages and appetizers in the evening and two freshly baked homemade signature chocolate chip cookies at turndown service. For guests looking for meeting or banquet space, the InnTowner offers 9 meeting room configurations in 6200 sq. ft of space and on-site catering services. ... more   less 
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Also Known As:
Best Western Inntowner And The Highland Club Hotel Madison
Best Western Madison
Madison Best Western

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